FAQ

About Placing Orders

My order didn’t go through. Why did I get charged?
If your order doesn’t go through, your bank may still “authorize” the amount of the transaction. In these circumstances – you have NOT been charged – though the authorized amount may appear on your online card statement as “pending”. This means that your bank will “hold” the amount of the transaction temporarily. If you do not see “pending” or “authorized” and are concerned that you have been charged for an incomplete transaction, please contact your card issuer.

Unfortunately, we have no control over how credit card issuers process pending/failed transactions. If we can provide supporting information for an inquiry you wish to make to your credit card issuer, please email us at: sonnyangel_info@sonnyangelusa.com
I placed an order, but I haven't received an automated reply.
If you do not get an email from us within 5 minutes after order, you may have entered an incorrect email address or not completed your order.
Please contact us via email at sonnyangel_info@sonnyangelusa.com.
I want to add, change or cancel my order.
Please include your order number (or your name, phone number, address, and order details) on our contact us form. We are unable to add to orders once they have been placed however we will do our best to accommodate your request.

※Please note we may not be able to accept your request if your order has already been shipped.

I received a wrong or defective product. I need a replacement.
If you receive a defective product, please inquire using our contact us form within 7 days after the product’s arrival. We will check our stock and exchange it with a brand new or similar product.  Please understand that after 7 days, we cannot guarantee replacements of defective products.
Returning Products

All sales are final.

If delivered item(s) are different from what you ordered, are broken, stained, or defective, please inquire within 30 days of order placement using the contact form with a brief description of your issue. Please include order number, images, and any pertinent information. Please allow 1-3 business days for response.

Please note that under certain circumstances, products cannot be returned or replaced:

※Refunds will only be issued if items are incorrect, damaged in shipment, or defective.
※Please contact us to request return/replacement providing your order information and reason for your request.
※To be eligible, you must contact within 30 days of purchase. Orders outside of this time period will not qualify.
※Damages from normal use, wear and tea, sun damage, etc., are not covered

    You are responsible for shipping costs if agreed upon products are returned at your request. However, if an item exchange occurs due to defective product or incorrect delivery, we will cover the shipping cost.

    No refunds or exchanges on SA Point Prizes for any reason.

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    Payment

    How can I change my payment method?
    Please use our contact form and include your order number, your name and your preferred payment method.

    ※Please note that we may not be able to honor your request.

    About Credit Cards

    Why did my credit card transaction fail?
    We employ a number of "fraud prevention" checks in credit card processing.  If your transaction fails, you should receive some indication as to the reason.  If you do not understand why the transaction failed, please contact your credit card company directly to inquire about the reason for the payment failure.
    When will I receive a refund for orders cancelled after check out?
    Timing of refunds depends on your credit card company's closing date and billing date.
    For more information, please contact your credit card company directly.
    What is 3D Secure?
    3D Secure is a credit card screening process which benefits all participants by providing Issuers the ability to fully authenticate cardholders through the use of a password during Internet purchases, 3d Secure reduces the likelihood of fraudulent usage of Visa, MasterCard and Amex credit cards and improves overall transaction performance.

    ※ Please contact your financial institution for more detailed information.

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    Shipping and Delivery

    How much is the shipping fee?
    For US orders valued over $40.00, shipping is free.  For US orders under $40.00, we will charge $7.90 for shipping  (*this excludes Sonny Angel's Japanese Snacks. See below for shipping information on this item).
    For orders from Canada, we charge a flat rate of $45 (shipping and pre-paid customs clearance and duties).

    Sonny Angel's Japanese Snacks cannot be ordered with other items.
    1 box has a shipping fee of $30.00
    2 boxes have a shipping fee of $54.00
    3 boxes have a shipping fee of $76.50


    We DO NOT ship to transshipping agencies.

    When will my order be shipped?
    Most orders are shipped within 5-10 business days, often sooner. Pre-ordered items will be shipped on the release date.

    Sonny Angel's Japanese Snacks ships directly from Japan. Shipping may take 7-10 business days.
    Do you deliver to hotels?
    We can deliver to hotels.
    Please place an order at least two weeks in advance of your stay.
    When you place an order, please enter your check-in and check-out dates and reservation name in the note fields of checkout screen.
    What should I do if I haven't received the item that was shipped?
    Please contact the shipping company directly with the tracking number provided in the "Shipping Confirmation Email" .
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